COMPANY OVERVIEW:

Flexispot Inc., a subsidiary of Loctek Ergonomic Technology Corp. (Stock Code: 300729, Shenzhen Stock Exchange), is a globally recognized leader in ergonomic health and smart office solutions. Committed to innovation and enhancing workplace productivity, Flexispot specializes in linear-drive technology products, including height-adjustable desks, ergonomic chairs, smart electric beds, and workstation accessories. As a key international brand under Loctek, Flexispot operates in over 75 countries, with a robust presence across North America, Europe, and Asia. In 2023, Flexispot was proudly ranked among China’s Top 50 Global Brands, climbing eight positions.
In the United States, Flexispot manages 16 strategically located distribution centers, covering over 6 million square feet of operational space. With comprehensive in-house research, development, and design capabilities, we oversee the entire product lifecycle—from initial concept to large-scale production—leveraging multiple manufacturing facilities across Asia. Supported by a global workforce of over 4,000 employees, Flexispot delivers premium products and tailored services to customers worldwide, solidifying our reputation as a trusted partner in the ergonomic and workspace innovation sector.

SUMMARY

We are seeking a proactive and experienced Customer Service Manager to lead and enhance our customer service operations for our inland (offline) furniture business, servicing retailers, showrooms, dealers, and wholesale partners. This role will ensure exceptional customer experiences by streamlining order fulfillment, resolving issues, and maintaining strong client relationships across offline channels.

REQUIREMENTS

• 5-10 years of customer service experience, with at least 2 years in a managerial role within the furniture or home furnishings industry
• Prior experience servicing inland B2B customers (e.g., retail chains, dealers, or brick-and-mortar partners)
• Strong knowledge of order management, logistics coordination, and product return/replacement workflows
• Excellent interpersonal, leadership, and conflict-resolution skills
• ERP system experience (e.g., NetSuite, SAP, or Oracle) and proficiency in Microsoft Excel

• Lead and manage the customer service team to handle inquiries, orders, and claims efficiently.
• Train, coach, and evaluate staff performance to ensure service excellence and adherence to company standards.
• Oversee daily operations including order processing, shipment tracking, and issue resolution.
• Act as the primary point of contact for inland B2B clients such as Ashley dealers, regional showrooms, Costco/Sam’s Club buyer teams, and distribution centers.
• Build long-term relationships and ensure client satisfaction through consistent support and responsiveness.
• Monitor and support complex accounts involving customized orders, large volumes, or white-glove delivery coordination.
• Supervise the end-to-end order process: from sales order entry to delivery and after-sales service.
• Manage warranty claims, returns, damage reports, and part replacements in collaboration with the logistics and production teams.
• Implement process improvements to reduce errors, delays, and recurring issues.
• Liaise with logistics, warehouse, sales, and production teams to align service standards and solve issues in real-time.
• Provide feedback to product and operations teams based on customer trends and recurring concerns.
• Monitor key metrics such as response time, issue resolution time, and customer satisfaction scores (CSAT/NPS).
• Maintain service records, generate reports, and present insights to senior leadership for continuous improvement.